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    • #33240
      Ido YavinIdo Yavin
      Participant

      Hi,

      We have more then 400 Promethean boards located in our schools. After upgrading Windows 10 pc’s to 20H2 feature update we began experiencing BSOD. We followed Promethean instructions as published in support article : https://support.prometheanworld.com/article/1779/

      It looks like the firmware upgrade helps the BSOD issue but now we have another issue: we cannot calibrate the boards.  I read in the mentioned article “The ability to launch calibration by hovering your ActivPen over the flame LED will be disabled”  and that may be acceptable understanding the issue with old Hardware etc. but then, without calibration, our boards become useless. Anybody, how can we calibrate those boards now?
      right now, about ½ of our machines still run Windows 10 1809 but the plan is to replace them with new ones (sommer 2021) which will run the latest feature update. Any ides???

    • #33245
      Brandon NewellBrandon Newell
      Participant

      Right Click ActivManager in the taskbar, click calibration, and select 5-point or 16-point.

    • #33246
      Kate PrometheanKate Promethean
      Moderator

      Hello Ido,

      Thanks for your post. Yes, that is correct. Once on the HID firmware you will no longer be able to calibrate by hovering your pen over the flame as you used to.

      As Brandon has demonstrated you can calibrate via the ActivManager icon instead.

      Should you have any further questions please let us know.

      Kind regards,

      Kate

      Promethean Technical Support

      home

      • #33250
        Ido YavinIdo Yavin
        Participant

        Hi Kate,

        Unfortunately when we try to calibrate via Activmanager, the results are not precise, som bords will not calibrate at all, som will calibrate but very imprecise. Is there a way to achieve ‘fixed’ calibration on all bords? we have more then 400 bords in pur schools as they were all bought aprox. at the same time the model of most the bords is: ABV 587 Pro.

    • #33251
      James PrometheanJames Promethean
      Moderator

      Hi Ido,

      Thanks for your post.

      This method should provide a precise calibration, assuming the PC’s display settings are correctly set.

      For instance, Human Interface Devices such as our ActivBoards, do not support extended display mode. Calibration/interaction issues may be apparent if using this display mode

      We would suggest making sure the PC is set to duplicate mode instead.

      It could also be linked to the resolution or scaling settings on the PC, so it might be worth playing around with these to see if this helps.

      Are the teachers reporting calibration issues when using ActivInspire only? Or is the issue more general?

      If it is only an issue with ActivInspire, then you can try amending the Touch Interoperability setting by going to File > Settings > Settings tab > Dual Mode ActivBoards.

       

      Thanks

      James

      Promethean Technical Support

      • #33253
        Ido YavinIdo Yavin
        Participant

        Hi James,

        Thanks for you’re input. We need to try and test you’re suggestions. I’ll be back when we have tried it out.

        I am a technician så i am not using the bords directly. I have sent it to my colleague to try. We are right now in the testing fase. We would like to test it first and find the best solution before sending it out to the environment… I know that this WILL BE an issue when we upgrade our PC’es this sommer så now is the time to find out how to solve it.. : -)

    • #33255
      Kate PrometheanKate Promethean
      Moderator

      Hello Ido,

      Thanks for your reply.

      Perfect, we will await the news of the outcome of these tests and be happy to help you further.

      Thanks,

      Kate

      Promethean Technical Support

    • #33269
      Ido YavinIdo Yavin
      Participant

      Hi again,

      It looks like we have MAYBE  found a workaround. It looks like that uninstalling ActivDriver first and then update the firmware – helps. looks like it is the ActivDrive which is ‘in the way’ when Windows HID drivers comes in.

      It looks like it has solved the calibration issue. We are testing now on the other bords in that particular school. We have to carry out a test in a bigger scale before concluding. I’ll return with our results.

      : -)

    • #33276
      Kate PrometheanKate Promethean
      Moderator

      Hello Ido,

      That is great news! We are happy to hear that this work around seems to have solved the issue.

      We look forward to hearing the results.

      Thanks,

      Kate

      Promethean Technical Support

    • #33291
      Ido YavinIdo Yavin
      Participant

      Hi again,

      Not so good news after all. looks like calibration doesn’t really works when trying on more bords (it worked approximately on one of them but when trying on other bords, calibration is not good…). In general touch function works but activation point in between 5 – 10 cm from the point where you want to klik. Is there a way to reset the bord? it’s going to be very difficult to use all those bords like that…

    • #33300
      Slim PrometheanSlim Promethean
      Moderator

      Hi Ido,

      Thank you for your reply.

      To diagnose the issue, please follow the instructions in the below order and test the ActivBoard after each step to see if the issue is resolved.

      Wherever you see a number in brackets (****), this is a reference to one of our Support articles located at https://support.prometheanworld.com which will provide you with further details if necessary.

      1. Ensure that the latest ActivDriver is installed on the computer (1012).
      2. Re-calibrate the ActivBoard and perform the 25-point calibration. Does this help? (1046)
      3. Test with another known working ActivPen and attempt calibration again, does this help?
      4. Ensure that the projected image is stable and does not overfill the ActivBoard surface or marked active area. If the projector is not secured tightly on the ActivBoard system, or if the image is too large, calibration will be inaccurate. If you adjust the image at this step, please attempt calibration again.
      5. Ensure you are logged into the computer as an administrator and calibrate the ActivBoard. This will ensure that calibration settings are stored on the computer for all users. Is calibration correct when logged in as an administrator account? (YES/NO)
      6. Test another known working computer that works on another ActivBoard of the same model, does this work correctly? (YES/NO)
      7. Connect a single 3-meter USB cable directly from the computer to the USB input port on the ActivBoard USB Hub excluding any docking station, USB adaptor, wall box, connection plate, or trunking that may be in use. Does the issue still occur? (YES/NO) (1086)
      8. Take down the ActivBoard from the stand, unscrew the plastic electronics cover and connect to the alternate USB input on the pen electronics. Recalibrate the ActivBoard, does the issue continue? (1086)

      We hope this helps resolve the issue. Should the issue persist, please let us know so we can look into alternate solutions?

      Kind regards,
      Slim

      Promethean Technical Support

      • #33309
        Ido YavinIdo Yavin
        Participant

        Hej Slim,

        Have you read from the beginning? We will make those test but I really dont think it will get us anywhere. The Calibration issue came up following the issue described in Promethean support 1779.  Using Windows 10 1903 and higher – ours are 20H2 and results in BSOD. When updating to Promthean HID firmware we are met with Calibration issues. As it is Windows 10 HID drivers that are used now, we have tried to remove the ActivDriver and we could then Calibrate 1 bord. When we tried to calibrate other bords (the same type HW) we couldn’t calibrate them. In your list of things we should try, you haven’t mentioned  which version of Windows it refers to, neither which version of ActiveDriver as the newest in relation to that issue is – not supported – as warned by Promethean. We can tell you nevertheless that we have tried it as well – without any results. I haven’t mentioned it as Promethean have stamped it as ‘not supported’.
        So please, this issue is critical. We are looking for input which is relevant.

    • #33317
      Karen PrometheanKaren Promethean
      Moderator

      Hello Ido,

      When using a Windows PC (post 19.03 update) with the HID firmware, the version of ActivDriver in use should be the latest version, which is 5.18.19.

      If an earlier version of driver is in use, please update it to 5.18.19 at the following link:  https://support.prometheanworld.com/product/-activdriver-/

      Please then try recalibrating through the ActivManager and let us know if the issue persists.

      Hope this helps.

      Kind Regards,

      Karen

       

      • #33322
        Ido YavinIdo Yavin
        Participant

        Hej Karen,

        We have tested: Pc clean installed with Windows 10 20H2, updated ActiveInspire and  ActivDriver version 5.18.19. After upgrading the bords to FirmWare V8.65 Build 1 we tried a calibration. Instead for the 25 calibration points that were before we now only have 16 points. The 16 calibration points are placed about 30 cm (approximately) inside the bords area.  There is a wide area around where there are no calibration points.  The 16 points calibration went fine. After that we tried the bord. On that particular bord we could see that the actual activating points are not where the pen was but about few centimeter to the side. The distance varied on different places of the bord. On that bord, it was to the left of the actual place of the pen. where it was possible to klik, where there were those 2 – 3 cm to the right we could activate a tool by an ‘off side activating’ but when we tried to activate a tool which ActivInspire placed on the bords right border – we could not activate the tool and had to use the computer mouse pointer insted. Activating tools on the bord or handwriting was very unprecise.  Test on another bord was better. On the other bord, activating tools and places on the bord was much more precise but still, not the same everywhere on the bord. There were places where activating was off as it was on bord no. 1. Conclusion: 1. installing ActivDriver vr. 5.18.19 helps. Without it the calibration was much more off.  2. We still have a calibration issue which is unprecise and varies from bord to bord. Some times it is so much off, that tools on the border of the bord cannot activate. 3. Before the firmware upgrade, we had a 25 points calibration which had covered all of the bords area. As it is now, those 16 points only cover an area inside the bord. inside this area, the calibration is not precise but close, outside that area calibration is not good.

        Again i ask: is there a way to reset the bords HW? activating tools varies from bord to bord. the general impact is of a very unprecise calibration…

    • #33326

      Hi Ido,

      Thanks for you post.

      If the points on the board change from board to board, it is likely related to how each projector and board have been setup.

      This article should help you in aligning the projectors:

      1338

      If you need any further assistance, please get in touch.

      Kind regards,

      Carrie

      Promethean Technical Support

      https://support.prometheanworld.com/

       

      • #33351
        Ido YavinIdo Yavin
        Participant

        Hej Carrie,

        We have checked. the Projector is correct setup. Maybe these pictures will show the problem better:

        You can se how offside it can get. As shown in the last picture sometimes tools cannot activate as the ‘calibrated point’ is outside the bord.  As explained, it mostly bad OUTSIDE the calibration area. The incorrect calibration by cm changes on different places on the bord… One cannot rely on ‘knowing how offset it is in order to hit correct…’.

        tools cannot activate

    • #33358

      Hi Ido,

      Thanks for getting back to us.

      I think at this point it would be best to email you directly to get a better idea of the issue.

      Kind regards,

      Carrie

      Promethean Technical Support

      https://support.prometheanworld.com/

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